Complaints Procedure

Stage One – Manager of the Branch

All complaints should, in the first instance, be directed to the Manager of the Branch you have been dealing with. The manager will endeavour to acknowledge your complaint within three working days of receipt of your letter and provide you with a full written response within 15 working days.

Stage Two – Director of Branch

If you remain dissatisfied, you may address your concerns in writing to the Director of Branch. The contacts for this stage are as follows:

• Tracy Kosmalski for Stevenage
• Ricky Stokes for Knebworth
• Jeremey Godfrey for Welwyn Garden City, Hitchin & LettingsYou must submit your letter within one month of receiving the response from the Director of the Branch. Your letter will be acknowledged within three working days, and you will receive a final written response on behalf of the Company within 15 working days.

Addresses:

• Stevenage: Tracy Kosmalski, 61-63 High Street, Old Town, Stevenage, Hertfordshire SG1 3AQ
• Knebworth: Ricky Stokes, 123 London Road, Knebworth, Hertfordshire SG3 6EX
• Welwyn Garden City: Jeremey Godfrey, 34 Wigmores North, Welwyn Garden City, Hertfordshire AL8 6PH
• Hitchin: Jeremey Godfrey, 60 Hermitage Road, Hitchin, Hertfordshire SG5 1DB Lettings

Stage Three – The Property Ombudsman

Following your receipt of a response from the Managing Director, if you are not satisfied with the proposed resolution, you may contact The Property Ombudsman Service. Please refer to the contact details below:

Address:

The Property OmbudsmanMilford House43-55 Milford StreetSalisburyWiltshireSP1 2BP

Email: admin@tpos.co.ukTelephone: 01722 333306

Please note that you must do so within twelve months of the date of the final letter. The Property Ombudsman will not consider your complaint until our internal complaints procedure is exhausted.